Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.
Seeking to support personal computer, end users and/or direct, establish, plan and implement the policies and procedures that support an organization's personal computer and networking support services. Highlight of Qualifications
Nineteen years of experience in Windows-based and Microsoft software systems.
Competent to think independently and quickly resolve issues as well as work very well within a team.
Demonstrated ability to follow directions, do above and beyond what is required and produce exemplary results.
Expert knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating. -Excellent written and verbal communication skills including strong customer focus.
Strong organizational and time management abilities.
Experienced with DOS Commands, Microsoft Windows OS and Microsoft Suite Applications.
Knowledgeable and professional Receptionist skilled in administrative support and customer service. Bringing 10 years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills.
Skills
Directing visitors
Detailed meeting minutes
Transmitting files
Meeting planning
Excel spreadsheets
Sensitive material handling
Business writing
Routing correspondence
Managing office supplies
Document retrieval
Human resources best practices
Faxing documents
PC proficient
Program file distribution
Advanced MS Office Suite knowledge
Microsoft
Technologically savvy
Mail management
Organization and efficiency
Public relations
Customer relations
Problem resolution
Proofreading
Meticulous attention to detail
Report development
Understands grammar
Time management
Appointment scheduling
Professional and mature
Inventory control
Self-directed
Education and Training
Tidewater Community College, Virginia Beach CampusVirginia Beach, VA, Expected in 2020 ā āBachelor of Science:Computer Sciences - GPA:
, Expected in 2018 ā āSecurity +CE Re: - GPA:
, Expected in 2010 ā āHDI Desktop Support Technician October 7, 2009
Security+ December 28: - GPA:
, Expected in 2009 ā āMCP#2402309
National Career Readiness Silver Certificate April 20: - GPA:
, Expected in 2001 ā āMicrosoft Certified Professional (MCP) Certified: - GPA:
ECPI School of TechnologyVirginia Beach, VAExpected in 2000 ā āA.A.S:Computer Electronics Technology, Computer Technology - GPA:GPA: 3.38
Experience
Engility Corporation - Technical Support II Anaheim, CA, 07/2019 - Current
Anticipated and Responded to customer needs.
Detail oriented while taking notes to resolve computer and/or peripheral issues Trained customers in resolving issues such as applications in Microsoft Word Excel, and Outlook.
Proficient understanding of all written materials and sent information to customers via email.
Worked in a support role with other team members, performing both administrative and directed tasks Endorsed IT goals, objectives and all Service Level Agreements on a consistent basis.
The ability to communicate information and ideas in speaking so others will understand.
Check and ensured that appropriate changes were made to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
Communicated and demonstrated the ability to speak clearly so other can understand me.
Technical Writing.
The ability to communicate information and ideas so it is understood by others.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Maintain records and files of work and revisions.
Edit, standardize, or make changes to material prepared by other writers or establishment personnel.
Communicate effectively in writing as appropriate for the needs of the audience.
Accomplished in the use of a RSA SecurlD token.
Experienced in troubleshooting, diagnosing and resolving issues with laptop and computer configurations; including CISCO network connectivity and personal computer peripherals.
Accountable for daily performance of computer servers by keeping a reboot log.
Successfully provided resolutions in all networking issues while working with customer remotely.
Documented and defined upgraded software issues with the development team.
Analyzed and recreated reported software problems; assisted in documentation and definition of issues for development team.
Trained customers on computer-systems and operations over the phone with great customer satisfaction.
Accountable for daily performance of computer servers by keeping a reboot log.
Repaired and replaced computer/laptop hard drives, computer Motherboards, and memory.
Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
Liaised between internal and external stakeholders, providing updated project status and performance reports.
Developed and authored technical information for internal and external utilization.
Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material or collateral.
Assisted in technical support process refinement to improve customer service and support.
Identified and resolved issues using latest patches, releases, virus detection and troubleshooting techniques.
Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
Recorded help desk calls by documenting issues, solutions and closing tickets.
Consistently responded to customer service emails within standard window for optimal response.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Responded to support tickets within 15 minutes to improve customer service.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Saic - Science Applications International Corporation - Helpdesk Support Specialist 1 City, STATE, 06/2009 - 07/2016
Held several positions while employed with company.
Updated instruction booklets and publications.
Wrote easy-to-understand user interface text, online help and developer guides.
Created user documentation for various materials, including how-to guides and instruction manuals.
Edited documents for grammar, clarity, content and formatting.
Completed writing assignments according to set standards regarding order, clarity, conciseness, style and terminology.
Established consistent and repeatable process for technical documentation within global team.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Assisted customers with Hardware and Software technical issues via email, live chat and telephone.
Consistently responded to customer service emails within standard window for optimal response.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Maintained calm, professional demeanor when faced with high demand, high volume workloads.
Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
Documented and updated case notes for each customer and work order.
Maintained compliance with established and updated policies and procedures with minimal supervision.
Farm Fresh Supermarkets - IT Specialist/Smart Coordinator/Pricing Coordinator City, STATE, 12/1998 - 01/2009
SMART (Set weekly promos and pricing for stores) expert.
Maintained accurate inventory data by identifying and correcting pricing discrepancies.
Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
Prepared products for sales floor by adding tags and readying pallets or restocking.
Pleasantly helped customers by finding requested items, boosting store revenues and improving retention rates.
Operated office equipment and technology, including printers, pricing guns and Telxons.
Updated signage to reflect current prices and help promote target merchandise.
Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
Responded to support tickets within 15 minutes to improve customer service.
Provided local and remote Tier 1 IT support for hardware and software to company personnel.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Documented repair processes and helped streamline procedures for future technical support actions.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Consistently responded to customer service emails within standard window for optimal response.
Responded to support tickets within 15 minutes to improve customer service.
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Resume Overview
School Attended
Tidewater Community College, Virginia Beach Campus
ECPI School of Technology
Job Titles Held:
Technical Support II
Helpdesk Support Specialist 1
IT Specialist/Smart Coordinator/Pricing Coordinator
Degrees
Bachelor of Science
Security +CE Re
HDI Desktop Support Technician October 7, 2009
Security+ December 28
MCP#2402309
National Career Readiness Silver Certificate April 20